In partnership with the CXPA Ireland, we're running our third annual research survey on the state of Customer Experience (CX) in Ireland.
Customer Experience, Governance, Drive action, ROI, govern, design & action
The economic headwinds continue to swirl through Q1 2023. While organisations batten down the hatches, CX leaders will be challenged to secure support and investment through turbulent times.
So what will this next economic period bring for CX and what should CX leaders do to optimise their impact? With Forrester predicting that 20% of CX programmes will disappear in 2023, how can you ensure your programme not only survives, but is among the predicted 10% who thrive?
At W5, we work with many organisations across service industries, and we know that CX is certainly not a one-size fits-all. CX programmes vary in terms of purpose and sophistication, and those organisations who recognise that their brand lives or dies by its customer experience, rally around the continuous pursuit of its excellence.
Customer Experience, patient experience, change management
Service brands live or die during the customer experience.
World CX Day is Tuesday 05 October 2021. This year's theme is 'CX is a Team Sport'.
In a radically changed post-pandemic environment it has never been more important for organisations and individuals to strengthen their CX capabilities. The W5 CX Masterclass Series will be of interest to those who believe in customer-centricity and experience as drivers for growth, and who are:
- Responsible for leading and delivering their brand or organisation's CX programme
- Looking for fresh ways to design process, products and services to meet customer needs
- Interested in better ways to measure CX performance and access new insights
Specialist Dublin-based Experience Management agency W5, has been awarded a 2021 Judges' Choice award in Innovation in the Confirmit ACE (Achievement in Customer Excellence) Awards for its creative approach in building a world-class Voice of Customer insights programme for Jameson Distillery Bow St., the original home of Jameson - awarded World's Leading Distillery Tour over the last three years by the World Travel Awards.
The European Customer Centricity Awards is one of the largest virtual Customer Experience knowledge sharing events in Europe. Two days of celebration including best practice case stories, over 100 practical case studies and the opportunity to network and learn.
In 2001 W5 was the first company in Ireland to specialise in measuring the voice of the customer and generating customer insights and understanding. The agency and the brand have grown to cover all aspects of customer experience management and advice. From CX strategy, design and build to implementation and measurement.
Over the last months of change, disruption and continued uncertainty we’ve been reminded that people make a company great. Those that bring their ideas and passion to drive forward in the face of change and challenge. Those that are able to anticipate change. Those that are able to design new products, services and approaches. And those that are able to implement them.
Making the case for investing in and improving CX has never been more relevant. Corona virus restrictions are taxing our ability to offer consistent, high levels of customer experience compounded by the challenge of having to do more with less as results come under pressure. This was an important issue for the CX community even before Covid. In our 2020 State of CX Management survey, 47% of Irish respondents identified demonstrating ROI as a key challenge to their efforts in championing the customer, over 40 percent of CX practitioners claimed they don’t know how to do this work. The need for training and support was clear.